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Operations & Customer Support Lead

2 months ago

Seattle, United States 3X4 Genetics Full time

**About 3X4 Genetics**

At 3X4, we strip away complexity and give deep insight into a persons genetic blueprint. This personalized knowledge empowers an individual to make the best health choices to thrive. From humble beginnings in South Africa, we are set to become a globally recognized brand. You can expect a fast-paced environment, lots of challenges, and ultimately, if you work hard, amazing achievements with passionate co-workers.

Since launching in the U.S. in January 2020, 3X4 Genetics has been actively engaging and growing a community of top-notch practitioners. 3X4 isnt just a genetic testing company- its a community of health practitioners and a place to go to seek cutting-edge knowledge and understanding in the field of Nutrigenetics.

We have exciting opportunities for like-minded people to join our team.

We work in a fast-paced start-up environment and will require someone who is a dedicated team player, autonomous and clear decision maker. We need someone with a can-do attitude that will contribute to the momentum that we currently have in the team. Our focus is application of knowledge and skills that will ultimately improve the quality of our customers lives.

**Description**

The Operations and Customer Support Leadposition is a true get-it-all-done, runs-the-gamut, start-up role you will be responsible for everything from day-to-day order fulfillment and customer service to driving critical scaling projects. Youll work with our Seattle-based team as well as our team in Cape Town, South Africa. Once you learn the basics of the role, it will be your top job and opportunity to automate and streamline your own work. Over time, you will become integrally involved with our growth and the development of a budding and exceptional Operations and Customer Support organization. This role is also a catch-all if theres no one else who can solve a problem, Ops takes the lead

**Role Responsibilities**

* Create resources and system for scalable customer support and operational processes including internal standard operating procedures and customer-facing policies.

* Understand, document, and respond to customer needs by answering phone and inbound emails, and handling all customer service needs.

* Track, address, and manage processing at our lab; ensure that all sample data is returned to us in the expected timeline.

* Oversee inventory management and ordering.

* Work with our Operations Associate to ensure day-to-day processes are functioning smoothly and were identifying scaling risks and opportunities for improvement.

* Manage multiple operational improvement projects example of potential initial projects:

+ Streamline and improve the shipping ship daily customer orders, meeting and beating our business SLAs.

+ Automate and streamline preparation of samples for shipment to our lab.

+ Develop a methodology to reliably manage inventory, utilizing sales forecasts and factoring in order lead times; work in partnership with finance and sales.

+ Identify additional areas for automation and improvement your fresh eyes and ideas are needed

**Required Skills**

* 1-2 years of direct customer service experience (both phone and email)

* 2+ years working in an operational role, working on cross-functional projects

* Demonstrated history of bias for action

* Readiness to handle daily manual tasks and excitement to automate/improve them

**Advantageous Experience (not required)**

* Experience with Zendesk heavily preferred

* Experience working at start-ups

* Experience managing inventory and utilizing sales forecasts

* Experience or interest in supply chain or third-party logistics

This position is hybrid in-office / remote. Youll be required to come into office for the first 30-60 days of training and then part-time remote work can become available.

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